Responsibilities:

• Monitor 1st Level Services closely and manage any emerging events.

• Monitor Resource and Service Performance actively.

• Assess Customer Complaint Trends and manage 1st Level Incidents.

• Efficiently escalate and manage security incidents.

• Track the progress of incident resolution and employ functional escalation methods where necessary.

• Initiate proactive Problem Management.

• Provide corrective maintenance and execute support for Field Maintenance.

• Ensure Remote Site Access Control and manage a one-off Logical Access Control.

• Execute legal requests at the 1st Level.

• Trace Emergency Calls and manage Right of Way Handling.

• Conduct proactive 1st Level Assurance Support activities.

• Monitor customer experiences and performance assessments based on specific use cases.
  
  

Qualifications:

• Ericsson Operations Engine - Mode Of Operations.

• Test Automation Management Tools.

• Test Execution Engine.

• Dealing With Enquiries.

• MS TOP.

• Document Control.

• Software Performance Testing.

• Ericsson RAN Management.

• Ericsson VAS Management.

• Customer Complaint Resolution.

• Client Services.

• ITIL.

• Call Centers.

• Ericsson Packet Core Management.